Improving Customer Satisfaction

Improving customer satisfaction through collaboration along the value chain

In the complexity of the packaging world, where every detail is examined, Vetropack has taken a bold step forward in redefining customer service and product development. A recent rendezvous between Vetropack's Technical Customer Service (TCS) team and BT-Watzke, a leading bottle closure manufacturer in Pinggau, Austria, underscores the company's commitment to placing customers at the centre of the value chain - from concept to final sale.

In the world of packaging, where every detail counts, Vetropack has taken a significant step towards redefining customer service and product development. A recent visit by Vetropack's Technical Customer Service (TCS) team to BT-Watzke, a leading manufacturer of bottle closures based in Pinggau, Austria, underlines our commitment to fostering a customer-centric approach throughout the value chain - from concept to point of sale.

Understanding the complexities of packaging and bottling requires more than a superficial commitment. Our TCS team, which acts as the vital link between glass manufacturers and bottlers, organised a joint workshop with BT-Watzke to deepen our understanding of the intricacies of closure systems. The aim? To ensure that each bottle not only meets functional requirements, but also contributes to the brand's identity.

Exploring BT-Watzke's Production Processes and Customer Centricity

BT-Watzke is renowned for its innovative closure solutions, from simple heat-shrinkable caps to sophisticated tin caps for magnum bottles. This was a unique opportunity to delve into their production processes, from melting raw materials to shipping, and gain insights that will guide our New Product Development (NPD) process. Wolfgang Papst, one of BT-Watzke's Managing Directors, led the team through their facilities, giving them a comprehensive overview of their operations and the meticulous attention to detail that goes into each product.

The visit underlined the importance of continuous improvement and the role that competence plays in achieving customer satisfaction. By fostering a culture of collaboration and continuous improvement, we ensure that every product we touch not only meets but exceeds customer expectations. This is in line with our Customer Centricity approach, which emphasises the need for proactive involvement in the NPD process to anticipate and address any issues that may arise on the bottling line.

This visit also coincided with the first physical VP TCS meeting of 2024, where the team discussed various topics including claims management, customer relationship management tools and the creation of a standard for bottling line assessment reports. These discussions are critical to aligning our internal processes with our customer-centric goals, ensuring that we are not only responding to current needs, but also anticipating future trends and requirements.

f.l.t.r.: Alexander Hofer (BT-Watzke), Drasko Nisevic, Libor Masa, Hasan Cetin, Martin Kanitz, Thomas Kronsteiner, Robert Zdolc, Christoph Böwing, Michael Waltl, Wolfgang Papst (BT-Watzke)